General Terms and Conditions

VAC Transfer Booking Service

Before making a booking on this website, kindly take a moment to read the following terms and conditions which apply to all bookings.

VAC Transfer UG (Haftungsbeschränkt), registered under HRB 16405 in Germany and located at Ausblick 1, Garage33, 33100, Paderborn, Germany, provides searching and booking of transfer services for individuals, groups, and tourists. We typically offer transfer services from(to) airports, seaports, train/bus stations, hotels, squares, or any private address. We trade and operate also under the name "vactransfer.com". For transactions, our telephone number is +49 (0) 157 80602672 and our email address is support@vactransfer.com. For other local phone numbers, please see the 24/7 contact section of our website.

To provide our services, we cooperate with transfer companies who provide professional transportation services on-site or who are competent to provide transportation services and have the relevant licenses and permits required by national law.

VAC Transfer solely acts as an agent for the reservation of transfer services. We gather all the required data and forward it to the transfer companies on-site with their consent to provide the transfer.

When a booking is made, the transfer request is promptly forwarded to the transporter and confirmed by VAC Transfer via email to the customer as a "non-binding reservation request." Once the reservation request is accepted by the transporter, the contract between the customer and the transporter becomes exclusively binding, and the transfer request will be considered as an order. Subsequently, a binding order confirmation is sent to the customer via email on behalf of the Transporter, and VAC Transfer will oversee the fulfilment of the order. The contract for the transfer service is ultimately established solely between the customer(you) and the Transport Operator. Transportation services shall never be considered as a travel agency.

We strictly prohibit requests for services from minors. If a minor submits a request for our service, the parent, legal guardian, or responsible person for the minor must contact us immediately. We reserve the right to terminate the contract if a minor has made a reservation with us. Please note that minors are not allowed to travel unless accompanied by an adult passenger.

You must ensure that you have read and understood these terms before requesting services from our website, as they will apply to any future contract. By making a booking, you confirm that you have read these terms and are authorized to accept them on behalf of yourself and all passengers. If you do not understand any of the terms of the contract, we strongly recommend that you contact customer service before making any bookings. If you do not wish to abide by these terms, unfortunately, you cannot order from us.

1. Terms and Definitions

1.1 "We," "company," "us," "our," "service," or "agent" refer to VAC Transfer, which provides services for searching, booking, and managing transfer orders.

1.2. "Transfers" means and includes all types of passenger transport services that are performed in cars, minibuses, vans and buses of all classes and other services that we provide in connection with this service.

Transfer refers to a range of services that include:

• the representative of the Transport Operator waits for the passengers at the agreed place with the nameplate until they arrive or until the agreed waiting time ends,

• meets & accompanies passengers to the vehicle,

• stores luggage in the vehicle,

• transports passengers to designated destinations by vehicle.

1.3. “Customer” is the person paying for the reservation.

1.4. "Passenger" refers to all named or unnamed travellers on the Booking.

1.5. “Booking” means a transfer request placed with us.

1.6. “Lead Passenger” means the first passenger mentioned in the Booking.

1.7. “Transporter”, “Transport Operator”, “Transfer Company on-site”, “Supplier” or “Carrier” refers to a transfer company working in the area that has an agreement with us.

1.8. “You”, “your”, “yours”, and “yourself” means any customer, including all passengers (or any of them as applicable) named on a Booking.

1.9. “Extras” means any goods and services (which are usually billed separately) that may be provided by booking and(or) by the carrier during carriage. Complementary goods and services may be related to any services and goods useful to customers/passengers.

1.10. “VAC Transfer Service”, “VAC Transfer” or “VAC” means the website vactransfer.com, other applications, and VAC Transfer channels that allow you to see transfer offers with their prices, book transfers, get the voucher, supported prior, during or after the transfer, and provide feedback.

1.11. “Reservation Request” or “Booking Request” refers to a collection of data that you submit willingly to VAC Transfer, which is necessary and adequate for the provision of the Transfer Service.

1.12. “Voucher” or “Transfer Voucher” means the written booking confirmation we will send to you by email that contains a unique voucher number and all the necessary terms and conditions of transfer and confirms payment or specify the payment method/procedure.

1.13. “Order” refers to a request confirmed by the parties of the contract (customer and the transporter).

1.14. “Agreement”, and “Contract” means the Booking and the present Terms and Conditions, or any other terms and conditions stated applicable to the Booking.

1.15. “Terms” means the present Terms and Conditions.

1.16. “Website”, “Websites” means www.vactransfer.com or any other website owned or operated by us.

2. Request Execution Terms

2.1. When requesting the VAC Transfer Service, you provide all required information and assume full responsibility for its accuracy. You also assume the risk of not receiving services or receiving inadequate services under this offer due to incomplete or incorrect information provided at the time of booking.

2.2. Once the customer's request has been received, VAC Transfer shall review the information provided and may contact the customer to request clarification of any unclear or incomplete data. Once all of the necessary information has been confirmed, VAC Transfer will transmit the data to the transfer company that operates on-site at the relevant location.

The transfer company will then evaluate the information and decide whether they are able to provide the requested transportation in accordance with the specified conditions. If the transfer company accepts the booking request, it will be considered an order.

2.3. Any comments regarding the order listed in the remarks field will be considered, but are not obligatory for VAC Transfer, VAC Transfer may, but is not required to honour the requests listed in the remarks of the customer. VAC Transfer is not responsible for the failure to follow the order listed in the comments of the customer's request.

2.4. We acknowledge booking requests at least:

• 24 hours prior to the transfer for the vehicles in Group 1 (Economy 3 pax, Minivan 6 pax),

• 24 hours prior to the transfer for the vehicles in Group 2 (Business 3 pax, Premium Minivan 5 pax, Minibus 8, 10, 13, 16, 19 pax and Premium Minibus 8, 10, 13, 16 pax),

• 48 hours prior to the transfer for the vehicles in Group 3 (Midibus 20, 25, 32, 35 pax and Bus 40, 45, 50, 55 pax).

We have the right to decline a request that is received later on.

For last-minute Bookings, customers should contact us by email or by calling our 24/7 Customer Support phone number and check the availability for the transfer request.

3. Last-Minute Bookings

Depending on the routes and seasons, our free sale period ranges from 0 to 48 hours. For last-minute Bookings, customers should contact us by email or by calling our 24/7 Customer Support phone number and check the availability for the transfer request. Please note that our cancellation policy applies regardless of the date and time of your booking.

4. Vehicle Class Choice

4.1. VAC Transfer has the capacity to provide transfer services simultaneously to a passenger group of 1-55 Pax. When booking, customers shall choose the appropriate vehicle based on the maximum number of passengers and luggage, while also taking into account any children or infants.

4.2. When booking a vehicle, it is important to include all children and infants in the total number of passengers, regardless of their age, as they will count towards the vehicle's occupancy. Adding a child seat or non-standard luggage may decrease the total capacity of the vehicle beyond the stated number of passengers.

4.3. Offering an upgrade to a higher class of transfer vehicle does not breach the terms of this offer.

5. Luggage

5.1. The luggage capacity of the private transfer vehicle is at least 1 bag or suitcase per passenger seat. The aggregate amount of three dimensions (length, width and height) of standard luggage must not exceed 158 cm (62 inches).

5.2. All baggage must be declared at the time of booking. Oversized luggage (musical instrument, baby carriage, animal carriage, wheelchair, etc.) as well as sports equipment (golf bag, bike, snowboard, ski, surfboard, etc.) shall be non-standard luggage and shall be additionally agreed, what in some cases may lead to the service cost increase. Smaller items that fit in the passenger's legroom, such as camera bags, handbags or small shoulder bags, do not need to be declared. If an additional vehicle is required to transport undeclared excess baggage, all costs must be borne by the passenger.

5.3. Please note that we only permit the transportation of animals in crates such as cages, containers, or boxes with a fixed base that does not exceed the standard luggage size. If the crate is larger than the allowed dimensions, we reserve the right to refuse transfer services without a refund.

5.4. Your acceptance of the presented contract and its terms and conditions will be considered an express agreement that under no circumstances will you carry any objects in your bag or carry on your person that violates the laws of the country of transport (weapon etc.) or objects that may cause harm to third parties or excessive weight, broken or falling objects.

5.5. Carriage of luggage and other items is at your own risk, and we will not be liable under any circumstances for any loss or damage. Such risk of loss or damage should be the subject of a separate insurance policy that you issue before you travel.

6. Meeting Place and Point of Destination

6.1. The meeting place is the address or location where the representative of the transportation company, usually the driver or an assigned representative, will wait for the passenger. This could be a specific location, such as an airport, train station, seaport, or hotel or it could be a designated pick-up point on a street or at a particular venue.

6.2. The destination is the address or location where the passenger wants to be delivered. This could be a specific location, such as a hotel, airport, train station, or seaport or it could be a designated drop-off point on a street or at a particular venue, a residential address, or a business location the passenger wishes to reach. It is the responsibility of the driver to ensure that they deliver the passenger to the correct destination, using the most efficient route possible.

6.3. The transportation operator will aim to pick you up and drop you off as close as possible to the specified addresses.

6.4. When making a reservation, it is your responsibility to provide full and accurate addresses for the pickup and destination points based on a district, administrative unit, or clearly defined geographical boundary. This can include the name of a hotel, an intersection, a point on the map or schedule, coordinates, or any other relevant information.

7. Meeting Date and Time

7.1. The passengers will be picked up at the agreed meeting point, on the date and time specified on the booking voucher. This shall be the local arrival date and time of a flight, train, or ship or any designated pick-up date and time at any desired departure point.

7.2. If the destination is an airport, seaport, station or another place where the passenger must arrive at a certain time, the passenger must calculate the date and time of the meeting individually and will be responsible for the delay as well as any losses related to the delay. The travel time stated by VAC Transfer is just an approximate time, which may be variable because of the traffic and other unexpected issues and shall not be considered as an exact time.

7.3. When requesting an airport transfer (e.g., from hotel to airport), we recommend you specify the start time of the transfer by considering the duration of your journey and a minimum of 3 hours to check-in for your flight.

7.4. The time that the transporter waits for passengers at the meeting point after the start time of the transfer specified in the voucher without changing the transport fee (free waiting time) is:

• 60 min at the Airport / Seaport,

• 30 min at the Train or Bus Station,

• 15 min at any other pickups (Hotel, private address, or any point in the city).

7.5. Drivers can choose the most efficient transport route at their discretion.

7.6. VAC Transfer and the carrier reserve the right to require the presentation of passengers’ ID.

8. Transfer Services

8.1. We provide transfer services by cooperating with transport operators on-site. If you are unable to locate your private transfer driver or representative of the transport operator, it is your responsibility to contact us at the 24/7 telephone number provided on your transfer voucher. Failure to call these numbers and making other travel arrangements will result in us being unable to provide the service and the transport operator will be released from its obligations and no refund will be made.

8.2. If your private transfer driver or transporter representative cannot locate you, a member of our customer service team or the transporter representative will call your mobile number provided at the time of booking. Make sure you travel with this phone(number) and ensure it's turned on while you wait for your luggage or clear customs till you meet with the driver or transporter’s representative. If we are unable to locate you or contact you at the phone number provided, and if the free waiting period has expired, we will not be able to provide the service and no refund will be issued.

8.3. For non-airport pickups, we must receive your phone call within 15 minutes of your scheduled pick-up time. The third-party telecommunications provider maintains an electronic record of all calls made to our 24/7 numbers and must be used as evidence in the event of a dispute as to whether the numbers were called.

8.4. Unused transfers are non-refundable, and no refunds will be given for alternative transport unless pre-approved by a member of our team. If approved for alternate transportation, please obtain a receipt and send it to our customer service team for review. Travel claims submitted without a valid receipt will not be paid.

8.5. It is your responsibility to check the agreed pick-up time and to ensure that you arrive at the airport, station, or port in sufficient time to check in or make other arrangements for your journey. The transport operator will pick you up and park you as close as possible to the specified address. If weather, traffic accidents, etc. through the closed passage of the normal route, a longer route to the agreed destination is taken at your express request, but in this case, you may be responsible for any additional costs.

8.6. All agreed transfer services are covered by public liability under the insurance policy of the carrier or its subcontractors. Although we endeavour to provide SMS confirmation messages upon request, this service is dependent on the telephone network over which we have no control. In the event of a missing or delayed text message, customers should refer to the information provided by email or in the "My Bookings" section of our website.

9. Passenger No-show Policy

9.1. If your driver or transporter representative cannot locate you, a member of our customer service team or the transporter representative will call your mobile number provided at the time of booking. Please make sure you travel with this phone(number) and ensure it's turned on while you wait for your luggage or clear customs, or till you meet with the transporter’s representative.

9.2. If we are unable to locate you or contact you at the phone number provided, and if the free waiting period has expired, we will not be able to provide the transfer service and no refund will be issued. The Customer is obligated to pay VAC Transfer the service cost and (or) VAC Transfer's expenses related to the non-appearance of the Customer. If not paid, VAC Transfer has the right to charge the cost of the order and the expenses caused by the customer’s no-show to the customer’s credit or debit card.

10. Transporter No-show Policy

10.1. If the transporter does not arrive at the meeting point at the agreed time, you should call the transfer operator and VAC Transfer support service. The Transporter is permitted to deviate from the requested pickup time by no more than 20 minutes. In case of the transporter’s delay, we and the transporter representative will call you and inform you. This deviation should not lead to compensation being paid to the customer.

10.2. In case of a no-show of the carrier, we will refund the full amount paid for the transfer service. The return period is 15 days from the date of receipt of the report of the transporter’s no-show. Our obligation to refund is deemed fulfilled from the moment the funds are withdrawn from our account on your behalf or the return order is sent to the international payment system.

10.3. The deadline for filing a complaint against the transporter no-show is 14 calendar days from the start of the transfer service specified in the booking.

10.4. It is essential to follow these steps to successfully file a claim against a transporter's no-show:

• ensure that you were present at the scheduled meeting place at the agreed time,

• make a call to the transporter and the VAC Transfer Support service via telephone and report the no-show of the transporter,

• keep any supporting documents, such as photos, screenshots, calls, receipts, emails, or text messages,

• take a photo of yourself in the background of a clock and the hotel reception (if departing from a hotel) or with a clock and the airport/train station's arrival/departure schedule (if departing from an airport/train station), or any other background that clearly indicates your presence at the agreed location and time.

By following these steps, you can prove your presence at the meeting point for the scheduled transfer thereby supporting your claim against the transporter's no-show.

10.5. If the transfer is not provided because of the transporter no-show, and you had to book the service of another transport operator or local taxi services that cost more than the VAC Transfer service, we shall compensate you for the difference in cost, only if all the below conditions are met and proved by the relevant documents:

• the alternative transfer must be from the same starting point and to the same destination as the original booking,

• the alternative transfer must be on the same date and at the same time as the original booking,

• the vehicle used for the alternative transfer must be of the same or lower class/capacity than the one originally booked.

Please note that we shall not compensate for any other losses.

11. Contact, Support, and Order Execution

11.1. Please specify the following data of the passenger(s) to clarify the necessary details and promptly notify any amendments to the booking:

• first name and last name,

• mobile number,

• email address,

• other data, if required.

11.2. All requests for amendments to the booking must be made through email or via the “My Bookings” section of our website. We guarantee the security of the data you provide during the booking process and its use for the purposes and conditions specified in the Privacy Policy.

11.3. VAC Transfer provides all important information relating to your order by email or telephone using the email address and(or) telephone number provided at the time of booking.

11.4. You assume full responsibility for all risks associated with untimely receipt or non-receipt messages as well as risks associated with unauthorized access to your e-mail box and(or) telephone box.

11.5. If for any reason you do not arrive at the collection point within a reasonable time of the scheduled collection time shown on your voucher, the transport operator or our customer service team will attempt to contact you on the mobile number you provided.

11.6. If it is not possible to speak to you because:

• you did not provide a valid mobile number when making your reservation,

• you do not have or have a poor connection,

• there is no signal,

• voicemail is enabled,

• the call is not answered,

the Transporter will be released from its obligations immediately and no refunds will be made.

11.7. It is your responsibility to inform us immediately if your arrival is cancelled, delayed, rescheduled, or diverted to another airport, station, or port. In such cases, the Transport Operator will endeavour to reschedule the transfer and pick you up at the new arrival time if there is availability. If there is no availability, we are not responsible for such circumstances that are not attributable to our actions or inaction, nor can we guarantee the waiting for the passenger at the meeting place beyond the limits of the free waiting time. In such cases, VAC Transfer reserves the right to refuse the transfer service in applications of passenger’s no-show. For the purposes of these terms, we use the IATA definition of flight delays.

12. Request & Order Alteration

12.1. We accept alteration requests to the booking more than:

• 24 hours before the scheduled pick-up time of the Transfer Service for the vehicles in Group 1 (Economy 3 pax, Minivan 6 pax),

• 24 hours before the scheduled pick-up time of the Transfer Service for the vehicles in Group 2 (Business 3 pax, Premium Minivan 5 pax, Minibus 8, 10, 13, 16, 19 pax and Premium Minibus 8, 10, 13, 16 pax),

• 48 hours before the scheduled pick-up time of the Transfer Service for the vehicles in Group 3 (Midibus 20, 25, 32, 35 pax and Bus 40, 45, 50, 55 pax).

12.2. An additional fee will be charged if changes result in an increase in the price of the order.

12.3. If alterations are not possible for the booking less than 24 hours for Group 1 & Group 2 vehicles and 48 hours for Group 3 vehicles before the transfer time specified in the voucher, we will not refund the pre-booked amount.

12.4. In the event of unavoidable alterations to the contract, we will notify you by sending an email to the address provided at the time of booking, the delivery of this email will be deemed to be proof of receipt by you. The same system applies to all other informational emails we may send to you. Therefore, it is very important that you check that the email address provided is correct and that you have read all incoming emails before performing the transfer service.

12.5. Transfer conditions cannot be changed without the agreement of VAC Transfer. In the absence of an agreement of VAC Transfer, transfers will be provided on the originally agreed conditions or cancelled at VAC Transfer's own initiative without any compensation and no further liability to Customer. If changes are agreed upon by VAC Transfer, a new confirmation will be sent to the customer's email address.

13. Request & Order Cancellation

13.1. We accept cancellation requests with a full refund of the amount paid more than:

• 24 hours before the scheduled pick-up time of the Transfer Service for the vehicles in Group 1 (Economy 3 pax, Minivan 6 pax),

• 48 hours before the scheduled pick-up time of the Transfer Service for the vehicles in Group 3 (Midibus 20, 25, 32, 35 pax and Bus 40, 45, 50, 55 pax).

If you have not made an advance payment, we shall charge the full cost of the order to the card that you provided with your booking request (Authorization). In such cases, we will send you a cancellation note via email that you may use to claim the expenses back from your tour operator, airline, or travel insurance provider.

13.2. Free Cancellation Service may be added to an existing booking only up to the above-mentioned cancellation deadline specified for vehicle groups before the transfer time. No refund is due for changes within less than above mentioned hours.

13.3. If your arrival transportation (flight, cruise, etc.) is cancelled, delayed, rescheduled, or diverted to another airport, station, or port, the transport operator will endeavour to reschedule the transfer and pick you up at the new arrival time if there is availability. If there is no availability, we are not responsible for such circumstances that are not attributable to our actions or inaction, nor can we guarantee the waiting for the passenger at the meeting place beyond the limits of the free waiting time. For the purposes of these terms, we use the IATA definition of flight delays.

13.4. If your booking includes additional paid conditions, the cancellation policy, and procedures shall be clearly stated in the voucher or its appendices. You should carefully review these documents to understand the terms and conditions for cancelling your booking and any applicable fees or penalties. It is important to note that if you have purchased travel insurance, your policy may provide coverage for cancelled trips due to unforeseen circumstances such as illness or other emergencies.

13.5. If an order purchased through the Free Cancellation Service is cancelled, a full refund minus the cost of the Free Cancellation Service will be issued. The return period is 15 days from the date of receipt of the cancellation notice. Our obligation to refund is deemed fulfilled from the moment the funds are withdrawn from our account on your behalf or the return order is sent to the international payment system.

13.6. It is important to note that the specific procedures and timeline for receiving a refund may vary depending on the payment method used, the processing time of the bank or payment system, and any applicable laws and regulations. In general, refunds can take several business days or even longer to process and may be subject to fees or penalties depending on the terms and conditions of your booking. It is also important to keep in mind that refunds may be subject to currency conversion fees or fluctuations in exchange rates.

14. Changes and Cancellations by Us

14.1. If the Carrier has to make a significant change to the conditions of Service or cancel the Service, we will endeavour to find another Carrier to render the service. If it is not possible to find another Carrier, will notify you as soon as possible. In case of Cancellation, the total booking amount will be refunded, leaving us with no further liability to you.

14.2. We will make reasonable efforts to accommodate your vehicle preferences, however, a vehicle may be exchanged for a larger capacity or multiple vehicles subject to availability. Offering an upgrade to a higher class or capacity of transfer vehicle does not violate the terms of this offer. If we need to change your booking to a smaller vehicle of a lower class or lower price, we will refund you the difference.

14.3. In rare cases related to the transporter’s violation of its obligation and other unforeseen extreme circumstances, we may need to cancel your booking and you will receive a full refund, but we shall have no further liability to you arising out of such cancellation. However, we will do our best to find suitable alternatives for confirmed bookings that are subsequently cancelled by us.

14.4. In the event of a customer/passenger failing to show up to any transfer, VAC Transfer reserves the right to cancel all subsequent transfer reservations of this customer/passenger, subject to the consequences of the customer’s fault. It is also permitted to cancel the transfer at VAC Transfer's initiative if the customer fails to fulfil payment obligations. For orders without prepayment, customers must apply VAC transfer 24 hours before the transfer time and confirm that the transfer is required. In the absence of such a request, VAC Transfer reserves the right not to book the transfer or to cancel the transfer without compensating the customer for any loss or expense arising therefrom.

15. Force Majeure

15.1. We do not accept liability and will not provide any compensation as a result of any circumstances, including but not limited to force majeure or circumstances beyond our control, that directly or indirectly hinder or affect the performance of our obligations or the transporter's obligations.

15.2. Examples of events that could qualify as force majeure shall include: natural disasters (earthquakes, hurricanes, floods, tsunamis) or other acts of God, fire, strikes, acts of war/military, acts of terrorism, sabotages, vandalism, mass diseases (epidemics, pandemics), third party traffic accidents, police checkpoints, unusual traffic conditions or industrial action, travel restrictions, government restrictions such as embargo, trade restrictions, or expropriation, transportation disruptions such as airline or shipping carrier strikes, embargoes, or disruptions, international sanctions and other circumstances beyond the control of the parties.

15.3. Parties have a responsibility to inform each other promptly in the event of force majeure circumstances that prevent them from fulfilling their contractual obligations. The Parties shall also provide documentation from relevant authorities, following the procedure established by the legislation of the country where the force majeure occurred. Failure to comply with these requirements would prevent a Party from using force majeure as a defence for any non-performance under the contract.

16. Complaints and Claim Procedure

16.1. If you are unsatisfied with the quality of the transfer search and booking service or if the service you receive from the carrier does not meet your expectations, you must notify our customer service centre immediately and, if possible, at the moment the problem occurs.

16.2. Complaints received after the completion of the transfer service, but not reported to us during the transfer, cannot be satisfied as there is no way to intervene or otherwise help.

16.3. Written complaints and claims must be received within 14 days after the transfer service is rendered and sent to support@vactransfer.com. If a claim is not received in this time frame, the transfer service shall be considered fulfilled properly and successfully. If you wish to report a problem about our customer service centre, please send your complaint to manager@vactransfer.com.

17. Money Refund

17.1. Refunds will take up to 14 working days to be deposited based on the bank details you provided at the time of booking. If the reservation is paid by bank card, the amount will be refunded to the same card where the payment was made. Our return obligation is considered fulfilled when the money is debited from our account in your favour, or a return order is sent to the international payment system.

17.2. It is important to note that the specific procedures and timeline for receiving a refund may vary depending on the payment method used, the processing time of the bank or payment system, and any applicable laws and regulations. In general, refunds can take several business days or even longer to process and may be subject to fees or administrative charges depending on the terms and conditions of your booking. It is also important to keep in mind that refunds may be subject to currency conversion fees or fluctuations in exchange rates.

17.3. To avoid repeated refunds, we reserve the right to refuse refunds for orders if the issuing bank has initiated chargeback procedures involving payment for the same order.

18. Round Trip Service

18.1. Round Trip Service typically refers to a service where a customer rents a car and a driver for a specific period of time (daily, half day or for a couple of hours), typically for a trip or transportation to particular destinations or for an individually agreed route.

Round Trip Service can be a convenient option for those who prefer not to drive themselves or are unfamiliar with the area. It can also be a good choice for special occasions such as weddings or business events.

18.2. VAC Transfer informs customers about travel options, prices and vehicles. Round Trip Service can only be ordered 48 hours before the trip with advance full prepayment and information available to perform the service.

18.3. Conditions of the trip are subject to change up to 24 hours prior to the transfer service starting. If alterations lead to an increase in the service cost, the customer shall be fully responsible to compensate for additional costs of the service. VAC Transfer cannot guarantee urgent changes. This may result in the order being cancelled without a refund.

18.4. Cancellations can be made more than 24 hours before the trip with a full refund. Advance payment will be withheld in full if the cancellation is made less than 24 hours before the trip.

18.5. Complaints and claim procedures and other procedures in this present agreement apply also to the Round Trip Service.

19. Online Booking Procedure

19.1. The person making the reservation must be 18 years of age or older and is responsible for the online reservation process, ensuring that all details provided are correct and complete, and payment is in full.

19.2. The contract is only legally binding once the reservation request is confirmed by the transporter, and the order confirmation has been received via email by the customer. Sending you a voucher for the booking request, confirmation of charges and payments made by you shall not bind you to any contract.

19.3. If the transport operator is unable to provide the requested services, you will be notified, and a full refund will be issued in the same manner as the payment was made, leaving us with no further liability to you.

19.4. It is necessary for you to acknowledge all notifications sent to you. However, if you fail to acknowledge the receipt of an email, the records on our email server will be deemed as proof of delivery.

19.5. It is essential that the Transfer Vouchers are printed out and readily available for inspection by the driver. The Lead Passenger is responsible for presenting the Vouchers to the Transport Operator, and failure to do so may result in the Transfer Service not being provided. In addition to the Transfer Vouchers, we strongly suggest that you print out and carry with you all communications between the parties to avoid any miscommunication or confusion.

19.6. Requests for services from us by minors are strictly prohibited and the parent, legal guardian or responsible person for the minor must contact us immediately. If a minor has made a reservation with us, we reserve the right to terminate the contract immediately. Minors are not permitted to travel with us unless accompanied by an adult passenger.

20. Liability of VAC Transfer

20.1. If we fail to comply with these Terms, we will only be liable for any foreseeable loss or damage you may suffer as a result of our breach of these Terms or our negligence and is only liable up to the value that you have paid. We are not responsible for any unforeseen or consequential loss or damage, for violations that are not directly related to us, nor for violations caused by accident, force majeure or legal or administrative requirements.

20.2. VAC Transfer's obligations to the customer are deemed to have been fulfilled from the time the service is booked with the transporter.

20.3. We and the transporter company cannot be held responsible for events that may occur during the provision of the service, more specifically for illnesses, personal injuries, or death. If the accident and such specific events occur as a result of the negligence or carelessness of the carrier company or its personnel, the carrier company is responsible for the consequences arising from them.

20.4. If the customer contracts directly with the transport operator for the transfer service, we will be released from all liability.

20.5. We cannot guarantee the accuracy or reliability of the content of this website. This includes unexpected events such as viruses. However, we will try to correct any errors we notice as soon as possible. We reserve the right to terminate the contract without compensation to the customer if such errors result in bookings based on incorrect prices and promotions.

21. Payment

21.1. We accept all major payment methods including credit cards (American Express, Mastercard/Diners Club, Visa), debit cards (Maestro, Visa/Delta, Visa/Electron), bank transfers, Sofort, Apple Pay, Google Pay and PayPal. The final booking amount, including the extras and cancellation protection, will be charged to the given credit card or selected method of payment at the time of booking.

21.2. Due to individual agreements with the transporters, VAC takes ownership of all claims against customers arising from the transportation services provided by the transporters and is authorized to collect the corresponding payments in its own name and account. All fees and charges are inclusive of applicable statutory VAT.

21.3. Prices are in Euros and all currency converters are provided as an approximation only.

22. Languages

22.1. Our website is available in several languages, and we will try to include other language versions in the future. Our customer service and email assistance are always available in English, German, and Turkish but we will do our best to assist you in the language you booked in. Although we attach great importance to the quality of translations of our website and terms, in the event of a conflict, the English version shall prevail.

22.2. If the drivers do not have foreign language skills, customers do not have the right to file a claim against the VAC Transfer or to reduce the price of the services provided.

23. Child Seats

23.1. A child, baby or infant always counts as a full passenger in the vehicle. We do recommend the use of infant seats for children up to 9 kg, child seats up to 18 kg and the booster for those up to 36 kg under the age of 12 or up to 135cm, for safety purposes. You will have the option to reserve a child, infant seat, and booster during the booking process for most destinations.

23.2. You shall be individually liable for the choice of the respective child seat for the child travelling with you when executing a request.

23.3. We will try to ensure that our transport operator on-site has child seats available. In the absence of booked but not supplied child seats, you will be entitled to a full refund of the amount paid for seats. If a child seat is not available, children from the age of three can travel as long as they are wearing an adult seat belt. Children under the age of three can be transported without seat belts while sitting in the back of the vehicle.

23.4. It is the sole responsibility of the lead passenger to check that such child seats are suitable for use in the vehicle and are correctly used and installed in the vehicle. VAC Transfer disclaims all responsibility for the non-use, installation, inspection or misuse of these seats.

23.5. If you wish to bring your own child or booster seat, you must inform us before travelling. This is to ensure that the seat can be fitted in the vehicle provided by the carrier. Group services are usually provided by minibus or coach and child seats cannot be used on these vehicles as the vehicles do not have compatible seats.

24. Extra Stop

24.1. During the booking, you have the opportunity to book additional stops for cases:

• if your group will be divided into multiple accommodation addresses,

• if you need to get & drop off your keys or other important stuff.

24.2. The address of the additional stop must be at the same destination as the address of the main accommodation. The additional stop is limited to 10 minutes.

25. Travel Insurance

Comprehensive travel insurance will provide coverage for various unforeseeable events that are beyond our control. We highly recommend you opt for a comprehensive travel insurance policy to protect you against any unexpected incidents that may occur during your trip.

26. Wheelchairs & Disabled Passengers

Disabled passengers must contact the Customer Service Center for transfer services. We will do our best to accommodate your request, but we are not experts in transporting passengers with disabilities. Disabled passengers who use our services must be able to board the vehicle independently or with the help of individuals accompanying them. We only accept folding wheelchairs as they are easier to store on vehicles. We are sorry to be unable to guarantee the type of vehicle used for your transfer.

27. Your Responsibility

27.1. Upon your agreement to this contract, you confirm that you have attained the legal age and possess the necessary mental capacity to enter into a binding contract and affirm that the credit or debit card used to make payment belongs to you and has sufficient funds to cover the cost of the services. In the event of alterations to the details you have provided, you are obligated to inform us as soon as possible.

27.2. We reserve the right to charge your credit or debit card for any damages caused to the transfer vehicle from the beginning to the completion of the transfer service, including but not limited to professional cleaning, or for any missing items upon your departure. Additionally, if you are involved in serious or recurring incidents, we reserve the right to refuse future bookings from you.

27.3. At the time of booking, you are responsible for providing a complete and accurate pick-up and destination address. We will provide the service outlined in the transfer voucher sent via email. It is your responsibility to print and verify the accuracy of the transfer documents, ensuring all required fields marked with an asterisk (*) are filled correctly during registration. If there are any inaccuracies in the information on the voucher, please contact our customer service centre immediately to correct them. We are not responsible for reservations that cannot be fulfilled due to incomplete or incorrect information, which hinders the provision of transfer service, and we do not issue refunds for such reservations resulting from the customer’s fault.

27.4. You are fully liable for any additional costs incurred due to failure to comply with regulations, tax, customs, police or other travel requirements in the countries you intend to enter, exit or pass through, and if we have to pay a deposit or fine to the authorities of those countries due to your failure, you will be solely responsible for repaying us, and we reserve the right to withhold any payments made to us until you can provide proof of reimbursement for such fines or charges. Please note that the transfer voucher is not a valid document for obtaining an entry visa.

28. Right of Admittance

28.1. We expect all customers/passengers to behave in a respectful and courteous manner towards our staff, drivers, and other passengers. Any behaviour deemed to be disruptive, offensive, or threatening will not be tolerated and may result in the immediate termination of the transfer service without a refund.

28.2. Smoking, drinking alcohol, or consuming drugs is strictly prohibited in vehicles. Any damage caused to vehicles, or any additional cleaning required due to the actions of the customer will result in a charge to the customer's credit or debit card. We reserve the right to refuse transportation to any passenger who, in the driver's opinion, appears to be under the influence of alcohol or drugs, or whose behaviour may endanger themselves, other passengers, or the driver of the vehicle. Neither VAC Transfer nor the transporter is responsible for any additional costs that may arise as a result of such actions and no refund will occur if the transfer service is cancelled caused of such events.

28.3. We reserve the right to terminate the transfer service if the customer is found to be in possession of illegal substances or is engaged in any illegal activities.

29. Intellectual property rights

29.1. All content, including but not limited to text, graphics, logos, images, audio clips, digital downloads, and software on this website is the intellectual property of Vactransfer.com, its affiliates, or its content suppliers and is protected by industrial, national & international copyright laws. Any commercial use (web scraping, framing, deep linking etc.) of our website, its content and the databases and software necessary to display or operate this website, or unauthorized use, reproduction, modification, or distribution of the contents is strictly prohibited without the express written permission of Vactransfer.com.

29.2. Vactransfer.com retains all rights, title, and interest in and to all intellectual property developed, created, or owned by Vactransfer.com. This includes any trademarks, copyrights, service marks, logos, trade names, and domain names used on or in connection with Vactransfer.com. The use of any of these marks without the express written permission of Vactransfer.com is strictly prohibited.

30. Other conditions

30.1. The place of contract under this offer shall be the city of Paderborn, Germany.

30.2. These general conditions and the contract agreed by Parties shall be governed by the current law of the Federal Republic of Germany.

30.3. If any provision of this Agreement shall be held or made invalid by a court decision, statute or rule, or made unenforceable, the remainder of this Agreement shall not be affected thereby.

30.4. This agreement shall be effective upon its conclusion and shall remain in force until all obligations of the Parties have been fulfilled.